Guest Service Agent

Job Overview

The purpose of this position is to interact with our guests and ensure they have a great experience when staying at the resort. This person is also responsible for responding to guest calls or inquiries about room reservations, to provide information and reserve rooms for guests coming to the resort. This person will also be fully versed in all aspects of the services and amenities provided by the resort and are responsible for maintaining the safety of guests and owners and the integrity of the resort and its policies.

General Responsibilities

Answer incoming calls and assist with reservations, confirmations, room need requests, and questions.
Explain resort products, service and other information about the resort as requested.
Sell, process and enter and confirm room reservations using selling techniques and strategies.
Maintain knowledge of current resort events, activities, hours of operation as well as dining options currently available.
Greet guests warmly and perform registration procedures.
Provide guests with appropriate room assignments, room keys, directions to the rooms, while up-selling when appropriate.
Verify payment for stay including incidental costs by obtaining credit information.
Assist guests with issues and complaints, with empathy and a focus on guest satisfaction. Use supervisor support when necessary.
Provide shuttle service.
Assist with guest luggage.
Deliver of guest request items.
Maintain accurate logs of mail, packages, parcels or other items for guest delivery.
Post charges to guest accounts as designated.
Facilitate guest departures providing accurate statements and ensuring guest satisfaction and collecting all payments due.
Ability to complete NAVIS certification online training within first 60 days.
Required monthly online trainings for Operating Systems is required.
Other duties as assigned.

Varying schedule to include evenings, holidays and extended hours as business dictates

Job Qualifications


High school diploma or equivalent.



Previous guest service and reservations experience preferred.
Excellent written and oral communication skills required.
Positive interpersonal skills required.
Must be fluent in verbal and written English.
Excellent computer and typing skills are required. Excel and Word proficiency desired.
Previous call-center experience preferred.
Excellent listening and comprehension skills required.

FLSA Information

Management Activities


Discretion / Independent Judgment

This position does represent the company in handling complaints, arbitrating disputes or resolving grievances, as a Front Desk Agent/Reservations Agent you will be expected to work with guests and visitors to ensure satisfaction.  A Front Desk Agent/Reservations Agent will have to take initiative and get creative in resolving guest challenges and involve a supervisor only when previous methods have been unsuccessful.

ADA Information

Physical Requirements

Ability to speak and hear
Close and distance vision
Identify and distinguish colors
Frequent standing with some walking and sitting
Will stand for long periods of time
Frequently lifts/carries up to 15 lbs
Occasionally lifts/carries up to 50 lbs
Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills
Able to reach hands and arms in any direction and kneel, stoop or crouch repeatedly

Working Conditions

May be indoor or outdoor setting
Varied weather conditions are expected
Will work near moving or mechanical parts
May work on high or precarious places
Varying schedule to include evenings, holidays and extended hours as business dictates